Open Universiteit

Please use this identifier to cite or link to this item: http://hdl.handle.net/1820/7222
Title: Developing a managerial decision-making capability in an uncertain and complex environment
Authors: Jamal, Zaid
Keywords: shared services
success and failure factors
process standardization
business process management
Multi-Criteria Decision Analysis
Analytic Hierarchy Process
Issue Date: 1-Feb-2016
Publisher: Open Universiteit Nederland
Abstract: This thesis investigates the shared services phenomenon by focussing on process management issues when implementing a shared services centre. It presents a managerial decision-making process framework in an uncertain and complex environment. This framework helps management in prioritizing relevant criteria during the start-up of a shared services centre. An extensive literature review that covers over 50 publications was the basis for this thesis and a template for developing and evaluating a managerial decision-making process framework. The establishment of a shared services centre, and process standardization, is a complex process with many interdependencies. The designed conceptual framework offers the potential to achieve a rational, transparent decision-making process for implementing a shared services centre. This thesis results in a conceptual framework. However, further tests in different management areas are required in order to determine whether this framework results in more effective decision-making in general. A later paper is proposed for further testing and evaluating.
URI: http://hdl.handle.net/1820/7222
Appears in Collections:MSc Business Process Management and IT

Files in This Item:
File Description SizeFormat 
INF_20160201_Jamal.pdf2.65 MBAdobe PDFView/Open


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.